At a Glance
- Tasks: Create and maintain customer service knowledge bases and process maps to enhance customer experience.
- Company: Join B&Q, a leading retail organisation focused on improving homes and careers.
- Benefits: Enjoy flexible working, competitive salary, generous holiday, and great colleague discounts.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer service while developing your career in a supportive environment.
- Qualifications: Experience in creating SOPs and process mapping, ideally in a customer service setting.
The predicted salary is between 28800 - 35200 £ per year.
Permanent
Up to £32,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working (1/2 days per week in the office)
Southampton, Store Support Office
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Process & Journey Mapping Executive and you’ll be a big part of this.
Role purpose: In this role you will play a pivotal role in creating a centralised knowledge and policy base for all Customer Service operational processes. You will create and maintain all Standard Operating Procedures (SOPs), Knowledge Content and Process Maps across Customer Services to help develop knowledge, supporting the Knowledge, Content and Process Lead in building and maintaining an accurate centralised knowledge base that supports delivering effortless customer service every time by supporting colleagues in delivering accurate, effortless solutions to customer contact.
What's the job?
- Own the creation and maintenance of Customer Services knowledge base
- Ensuring SOP’s, Knowledge Content and Process Maps accurately reflect reality, are audited regularly and remain current
- Conduct reviews of existing SOP’s, Knowledge Content and Process Maps to identify inefficiencies and areas for improvements
- Work closely with Knowledge, Content and Process Lead and key stakeholders to gather input and sign-off on process creation and change
- Ensure clear communication of updated Knowledge, Content and Process as needed with Customer Service Partners to ensure adoption ensuring alignment with training, change, quality and operations
- Support with workshops and focus groups, gathering feedback from teams on Knowledge, Content and Processes to ensure these remain fit for purpose
- Help to maintain relevant knowledge bases (CRM, SharePoint etc.)
- Regularly review training materials to ensure processes are clearly documented
- Work closely with Quality and Compliance Executive to ensure any process improvement opportunities, driven from Quality Audits or Complaints, are identified, approved and executed
Key Business Relationships:
- Departments within Customer Service
- Customer Service Partners
- Colleagues across various business functions at B&Q and Kingfisher Plc
- Finance
- Fraud / Governance
What we need:
- Proven experience in a similar role, creating and maintaining SOP’s, Knowledge Content and advanced Process Maps to drive efficiencies and improve customer experience
- Ideally from a Customer Service background, with strong experience of operating within a contact centre environment
- Previous experience of working with outsourced contact centres would be a huge plus
- Experience in working with knowledge bases and SharePoint sites
- Previous experience with Zendesk and SAP CRM highly desirable, Salesforce as a plus
- Excellent knowledge of Visio or other relevant process mapping software
- Analytical, methodical and with the ability to simplify complex information
- Strong problem-solving and decision-making abilities
- Excellent written and verbal communication skills and presentation skills
What's in it for me?
At B&Q, we’re building more than great homes – we’re building great careers. When you join us, you’ll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.
Here’s what you can expect:
- Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.
- Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.
- Competitive Reward Package - A competitive salary, pension and a range of financial benefits.
- Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.
- Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.
- Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.
- A Place Where You Belong - We’re committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.
- Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.
Eligibility To Work
Please note that B&Q does not currently offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application and throughout their employment.
Accessibility & Disability Confident
At B&Q, we’re committed to creating an inclusive recruitment experience for everyone. If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know. If you would like to be considered under the Disability Confident Scheme, please contact us at recruitment@b-and-q.co.uk. If we meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments.
Process & Journey Mapping Executive (Customer Service & Experience) in Eastleigh employer: B&Q Limited
B&Q Limited is an excellent employer, offering a dynamic work culture that values innovation and collaboration. Located in the vibrant Southampton area, employees benefit from a competitive salary, generous holiday allowance of 6.6 weeks, and a robust pension scheme, all while having opportunities for professional growth within the retail sector. Join us to make a meaningful impact on customer experiences and campaign success in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Process & Journey Mapping Executive (Customer Service & Experience) in Eastleigh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at B&Q Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like B&Q Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Process & Journey Mapping Executive (Customer Service & Experience) in Eastleigh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to B&Q Limited:Your cover letter is your chance to shine! Tell us why you want to work at B&Q Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at B&Q Limited!
How to prepare for a job interview at B&Q Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
